MANAGER - FRONT OFFICE

Overview

As the latest jewel in the renowned Hard Rock crown, this exceptional venue is set to redefine entertainment and hospitality in Canada's capital city.

Boasting a prime location, Hard Rock Hotel & Casino Ottawa will be a stunning fusion of contemporary style and timeless rock 'n' roll flair. The moment you step inside, you'll be transported into a world of music, memorabilia and non-stop excitement.

Are you ready to experience the ultimate rock star treatment in the heart of Ottawa? Let the countdown begin!

Responsibilities

Under the direction of the Director of Hotel Operations, the Front Desk Manager directs the Front Desk, Bellmen, Doormen, and Concierge operations and performs all related management functions ensuring a positive guest and team member experience. Oversees daily work assignments of Front Office staff.

• Performs detailed operation inspections to identify service and process improvement needs.
• Investigates and resolves guest situations such as reservation errors or lost personal belongings.
• Responsible for quality, consistency, and presentation of all products delivered to guests.
• Recommends to senior management operational enhancements that support initiatives and promote excellence.
• Develop department members’ knowledge and skills through education, training, coaching, corrective counseling, etc.
• Demonstrate a commitment to ensuring responsible gaming and responsible alcohol service by discreetly notifying appropriate management of concerns and observations.
• Promotes positive guest/team member relations.
• Other duties as assigned.
• Set strategic and operational direction in collaboration with the leadership team.
• Drive performance, by setting metrics and benchmarks, identifying ways to improve how we do things.
• Maintain a visibility in the operation at key times, giving recognition to our regular guests and cultivating relationships with VIP, long stay and new guests to the hotel.
• Closely manage labour and operating expenses through effective scheduling, budgeting, purchasing decisions and inventory control.
• Complete projects and activities by working collaboratively or independently in response to business needs and opportunities or proactively to maximize our success.

Qualifications

High School Diploma or equivalent is required and three (3) years of front office experience in a leadership role or an equivalent combination of experience of education and experience. A Bachelors’ Degree in Hospitality Management is preferred.

Physical Demands:

• Ability to stand and sit for extended periods of time.
• Ability to walk distances.
• The employee must frequently lift/push/pull and/or move up to 50 pounds.

Working Conditions:

• Duties and responsibilities are typically performed in a highly regulated and controlled environment, but there will be times where you will need to be on the Casino Floor to complete job functions as outlined or pass through this area. On the Casino Floor, you may be exposed to casino-related environmental factors including, but not limited to, excessive noise.

Hard Rock Ottawa values diversity and is an equal opportunity employer. We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you require accommodation to apply or if selected to participate in an assessment process, please advise Human Resources.

We thank all candidates for their interest; however, only those being considered for an interview will be contacted.

Additional Details

Hard Rock International is an equal opportunity employer. We live our motto LOVE ALL – SERVE ALL, and strive to foster an inclusive workplace culture for every team member.

We are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

Please contact Human Resources at hrnotify@hrcottawa.com if you require accommodation at any time throughout the hire process.